We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Disrespected by this hotel” 2 of 5 stars
Review of Holiday Inn Express Newport News

Save Saved
You added Holiday Inn Express Newport News to your Saves list
Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 5 more sites!
Holiday Inn Express Newport News
2.5 of 5 Hotel   |   16890 Warwick Blvd, Suite B, Newport News, VA 23603   |  
Hotel website
  |  
Hotel deals
  |  
  |  
Hotel amenities
Special Offer
Save on Hotel Packages!
Ranked #10 of 37 hotels in Newport News
GreenLeadersBronze level
Virginia Beach, Virginia
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
“Disrespected by this hotel”
2 of 5 stars Reviewed February 16, 2013

My experience was also forwarded to the corporate office.

Does platinum level membership entitle you to remove a guest from his room simply because you want his particular guestroom? Does the guest relations staff have a policy that defaults to siding with the hotel, even when the hotel has clearly told a lie? Yet this is the experience that I endured today at Holiday Inn Express and after a call to the guest relations department. I have never been so upset at the way I was treated by a hotel.

My stay initially warranted a strong compliment for the young man that facilitated the check-in process. I arrived at this hotel at 4 am, as a result of a 3 hour drive to see my father in the hospital. Unfortunately he passed away before I could reach him, and we decided to pull off of the road and stay at Holiday Inn. The front desk clerk was extremely friendly and sympathetic to my dismay at having just lost my father. We checked in without a problem, and he put my husband and I in a double-bed room because all of the king beds were occupied. Since my husband and I would now be extending our stay to remain for my father's funeral, I returned to the front desk to notify the next clerk (Felicia) that I would be staying an additional 5 days. I decided to remain at this location, because other family members were going to be arriving in town for the funeral and we wanted to stay together. She took my credit card and authorized it for an additional 5 night stay. I left the property to run errands and an hour later she called me to tell me that her General Manager told her to call and inform me that one of the Platinum level members wanted my specific room and would it be ok if I was moved to the room next door. I asked her what was different about the room next door and she said it was identical to my current room. I asked her if the rooms were identical, then why couldn't she place the platinum member in the next door room. She stated that her manager told her that the platinum member asked for my specific room and that I would need to move, and there was nothing that she (or I) could do about it. She stated that the hotel would facilitate my move by going in the room and removing all of my personal belongings and moving it to the room next door. I told her that I would not authorize that and that I would be returning to the hotel. While driving back to the hotel, I called the customer care number and spoke with someone from Guest Relations. I told her the scenario and she put me on hold for several minutes while she called the hotel. When she returned on the line, she stated that the front desk agent said that she had confused herself and there was no issue with the platinum member, but that the room needed to be serviced. I told the guest relations agent that I found that excuse extremely hard to believe because the front desk agent was neither confused nor wavered in her explanation to me. She was very direct about the situation and stated that this particular platinum member always stays in my room and was entitled to have it. In addition, I explained that my husband and I experienced no service issues and did not place a service call for maintenance. There was no need or explanation for the hotel to randomly kick us out of the room for maintenance. The guest relations agent said there was nothing she could do but offer me a discount rate. I left your property and booked the remainder of my stay at a different hotel. Please understand that this experience was EXTREMELY stressful, especially in the midst of the unexpected funeral arrangements that I needed to make for my father. I called my mother to encourage her to cancel her reservation for the additional family members if your hotel is going to treat our family in this manner. Unfortunately we had already made arrangements for the transportation to pick us up from your hotel to take us to the funeral home, and to return us to the property to have the funeral reception in the conference room of the sister hotel next door. Cancelling such arrangements at the last minute would cause the additional stress of new financial arrangements and coordination, but please believe we are extremely outraged at this treatment. I will add that during the evening, it was confirmed that someone was occupying my previously occupied room. There was no service maintenance that made the room unavailable for the night. This experience has truly affected my perception of your brand. I truly expected the guest relations agent to handle my issue with much greater proactivity and concern... especially in light of the actions of the hotel and general manager. Having to stay at another hotel was burdened by the fact that the front desk agent had already authorized my card for $600, the equivalent of 6 nights stay. The unavailability of my funds to use towards a different hotel yet burden that I had to overcome for a sorrowful weekend that I did not expect.

Room Tip: Select another property. Paper thin walls and a train track nearby make for a bad night's sleep.
See more room tips
  • Stayed February 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Newport News, responded to this review, March 6, 2013
Dear LuvnRJ,

Thank you for writing a review about your recent stay with us. We are truly sorry to hear about your father, please accept our condolences. We are hospitality professionals who pride ourselves on delivering world class customer service and and for this reason your comments are very troubling and will certainly be looked into. We’d like to obtain some additional details regarding your experience, so I have sent you a private message.

I look forward to hearing back from you very soon.


Sincerely,

Lera P
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

76 people have reviewed this hotel

Traveler rating
    34
    18
    14
    5
    5
See reviews for
33
9
6
19
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (13)
Date | Rating
  • English first
  • Any
English first
Goochland, Virginia
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 13, 2012

This Hotel was very nice. We had a softball tournament close by and our team stayed at this particular hotel. I always go on to read the reviews before booking so I feel it is important for me to put my review out here. The hotel was nice and clean and the staff was very professional. Hats off to Hazel for putting up with us in the breakfast area. She went above and beyond to make sure our girls' (and parents) were fed well even though it was close to cutting off Breakfast. She had such patience with all of our Children which was a nice touch. She was just AWESOME!!

  • Stayed November 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cathy C, Manager at Holiday Inn Express Newport News, responded to this review, December 11, 2012
We appreciate you taking the time to comment on trip advisor. We "Thank You " for staying with us and your wonderful remarks about Ms. Hazel we truly are fortunate to have her. Please when in the area come and stay with us again it was a pleasure having the team at our hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Woodbridge, Virginia
Senior Contributor
41 reviews 41 reviews
12 hotel reviews
Reviews in 20 cities Reviews in 20 cities
33 helpful votes 33 helpful votes
3 of 5 stars Reviewed August 30, 2012

The location of this hotel is what made me choose it (between Virginia Beach and Water Country USA theme park). I stayed in a non-smoking, king-sized bedroom. Everything was clean, sheets looked brand new and the bathroom sink counter top looked new. I have become a big fan of the Hotel Impossible television show so I definitely look at more things in a hotel room than I used to. I rated the sleep quality high as the bed was firm, pillows (4) were soft and I slept great after a long day at the beach. One "plus" I can give this hotel is the location with several restaurants (IHOP, Wendy's, locally-owned) and a grocery store (Food Lion) within a three minute drive down Warwick Blvd. I'm not certain whether or not I'd stay here again as I think the rate at $99/night was a little high for this hotel.

  • Stayed August 2012, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Michael A, Owner at Holiday Inn Express Newport News, responded to this review, September 3, 2012
Thank you for taking to time to write this review. We strive to offer the bext value we can and feedback is the best way to measure how we are performing.

We are pleased that we met your expectations - even as a Hotel Impossible Fan ;-). We pride ourselves on being the best value between Busch Gardens amusement park and the Virginia Beaches. We are glad that you agree.

We hope to welcome you back the next time you visit the area.

Michael A.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Harkers Island, North Carolina, United States
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed August 12, 2012

Felt management was dishonest. Reserved non-smoking room. Was stuck in smoking room. Was offered a discount the night before in order to keep us from going to another hotel. Manager the next day only honored about 75% of the reduction. Seemed disinterested. Felt like it was bait and switch.

  • Stayed August 2012, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Michael A, Owner at Holiday Inn Express Newport News, responded to this review, August 27, 2012
I am writing to thank you for your review and to appologize for the feeling you had that our hotel was dishonest and that you felt that you had experienced a "bait and switch".

Certainly, it was our fault that we were unable to accomodate your request for a non-smoking room type. As a non-smoker myself, I know that it can be frustrating when a hotel can not accomodate guest requests for non-smoking because the hotel was full. We are sorry for the inconvenience that this caused you and hope that you will give us another chance to satisfy you when you are next in Newport News, Virginia.

Michael A
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Knox, Pennsylvania
Senior Reviewer
6 reviews 6 reviews
Reviews in 4 cities Reviews in 4 cities
1 of 5 stars Reviewed July 31, 2012

Do not stay here if you are expecting the high level of service and quality that you get with the Holiday Inn Express name. Room was awful, bathroom had exposed wiring in the recessed lighting right above the shower. Booked a King room, and when we arrived we were given a double. When I questioned it, I was informed that anytime you use the Iphone app to make reservations, you will ALWAYS get a double. We did not even get our little bag at check in with goodies.

  • Stayed July 2012, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Newport News, responded to this review, August 17, 2012
Dear StacyG74,

Thank you so much for your candid review of our hotel. We are deeply sorry we fell below your expectations. Our hotel is very proud of its level of service, cleanliness and quality of its product and it is for these reasons that your comments about the room amenities are very troubling and will certainly be looked into. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future.

We appreciate the candid feedback we receive and welcome any opportunity to improve.

Sincerely,

Janice A.
Case Manager
IHG Care
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Newnan, Georgia
Top Contributor
109 reviews 109 reviews
38 hotel reviews
Reviews in 59 cities Reviews in 59 cities
52 helpful votes 52 helpful votes
4 of 5 stars Reviewed July 26, 2012

I made our reservation through a third party, "Not so HOT" We did not know the name of the hotel until after booking. I made a mistake and reserved the wrong date. I called "Not so HOT" customer NO service, after waiting on hold for 35 min. I explained MY mistake. They explained their no change policy. I accepted that but thought I would call the hotel directly. I was greeted by the most friendly and helpful person, Terri. I explained MY mistake and she replied "Oh that happends all the time" She proceeds to correct my reservation and saves me over $100, She suggests that I contact "Not so HOT" and let them know. Not wanting to wait on hold again, I e-mailed their "Customer no Service" and explained the outcome. I could not believe their response. They said that I would have to pay for the additional night. Which did not turn out to be true. Instead of saying that their policy did not allow for changes, but what ever I worked out with the hotel was between the hotel and me. All of this saved me a big $7, if I had delt directly with the hotel. The staff at this hotel are exceptionally friendly and helpful. The one negative is the dinning area is uncomfortably cramped. A GOOD STAY.

Room Tip: Call the hotel direct. Not their 800 number for national reservations you might get a better deal an...
See more room tips
  • Stayed July 2012, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Michael A, Owner at Holiday Inn Express Newport News, responded to this review, August 27, 2012
Thanks for your kind words about how our hotel staff worked with you to resolve the issue you experienced with the "Not so HOT" third party internet site. Next time, we hope that you will book directly with us and forgo the bad customer service at the "Not so Hot" booking site.

Thanks Again. We look forward to seeing you when bext you visit Newport News, Virginia.

Michael A
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Jersey
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed July 18, 2012 via mobile

No real issues but I hated the location, the fact that security was on site worried me, heard next door guest running in and out slamming doors all night, made me very nervous. I was here on business and booked here because the one on J Clyde was booked up, that one is a gem. I would not stay here again.

  • Stayed July 2012
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Public Relations Manager at Holiday Inn Express Newport News, responded to this review, August 9, 2012
Dear Drkgrlx,

Thank you for staying with us and leaving such a detailed review. I am deeply sorry you found our hotel less than satisfactory. The feedback we receive from our valued guests, like you, enables us to target problem areas. We welcome any opportunity to improve.

If there is anything we can do to make your next stay more comfortable, please do not hesitate to ask the Manager on Duty.

Sincerely,

Jaime W
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Been to Holiday Inn Express Newport News? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Holiday Inn Express Newport News

Address: 16890 Warwick Blvd, Suite B, Newport News, VA 23603
Phone Number:
Location: United States > Virginia > Newport News
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Newport News
#8 Business Hotel in Newport News
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Holiday Inn Express Newport News 2.5*
Official Description (provided by the hotel):
Holiday Inn Express Newport News offers Free Hot Breakfast, Free WiFi in a great location right across from Ft. Eustis and less than 10 miles from Busch Gardens/Williamsburg, Jamestown and Yorktown. Visit today and Experience True Hospitality! ... more   less 
Reservation Options:
TripAdvisor is proud to partner with IHG, Tingo, Orbitz, Despegar.com, Hotels.com, BookingOdigeoWL and Otel so you can book your Holiday Inn Express Newport News reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Holiday Inn Express Newport News Hotel Newport News
Holiday Inn Newport News
Newport News Holiday Inn

Owners: What's your side of the story?

If you own or manage Holiday Inn Express Newport News, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.